Lead Member Services Officer

Purpose

Lead Member Services Officers should have a broad thorough knowledge of all branch operational procedures. Lead MSOs will assist with resolving member issues and complaints across all delivery channels and mentor less experienced staff.

Enhanced Expectations and Responsibilities at this Position Level

• Assist in the management of the branch.
• Take a leadership role in the branch for one or more of the following:
• Oversee loan review processes to ensure that loans are underwritten in accordance with SECU policy and that all staff are up to date with lending policies.
• Serve as a mentor for newer staff in all areas of Member Services Officer operations.
• Take leadership role in any other area(s) identified by management.
• Act as a liaison(s) to Loss Mitigation and submit any required reporting of collection efforts conducted by branch staff.
• Serve as a resource in specialized deposit accounts and survivor relations.
• Affiliate in non-Mortgage Loan Originations functions.

Performance Expectations and Essential Responsibilities

• Comply with all Credit Union policies and regulatory requirements.
• Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
• Follow all security and control procedures.
• Completion of Consumer Lending Program (CLP) courses. Passing score on CLP Exam required within 6 months of hire.
• Affiliate in assisting members in all areas of consumer lending.
• Review and approve loans within lending limits that are outside the limits of less experienced staff.
• Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.
• Serve members by processing transactions in the appropriate system.
• Thorough understanding of SECU Check Acceptance Guidelines and Hold procedures.
• Greet and assist members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication.
• Affiliate with balancing automated teller machines, teller cash dispenser, and coin sorter.
• Interact with other departments to facilitate member requests.
• Organize, file and scan documents daily.
• Process foreign and domestic wires.
• Proficiency in account maintenance and opening all account types for new members while following Member Identification Procedures.
• Open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency.
• Troubleshoot problems with member accounts, cards, and on-line access including processing disputes.
• Maintain a current and comprehensive knowledge of credit union products and services.
• Knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals.
• Review and take appropriate action on various reports.
• Establish and facilitate member safe deposit box access.
• Execute Notary Public Services as assigned.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Provide employee support in resolving member and procedural problems.
• Independently research and resolve member complaints.
• Affiliate with the supervision of the Member Services Officer area including ensuring credit union policy and regulatory compliance.
• Affiliate with the reconciliation of Member Services Representative items including end of day balancing and outage reconciliation.
• Organize community events as requested by management.
• Participate in additional training and continuing education.
• Complete additional tasks assigned by management.

Minimum Requirements

• Must have high school diploma or GED equivalent.
• Preferred – Bachelor’s degree, or Certified Credit Union Executive Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Minimum 7 years of directly related experience strongly preferred.
• Demonstrated ability to work independently and as part of a team.
• Must have demonstrated excellent critical thinking skills and problem-solving skills, and good judgment.
• Demonstrated ability to train others and serve as a mentor to less experienced team members.
• Must have excellent communication skills, both verbal and written.
• Meets compliance and regulatory standards in terms of loan processing, loan quality and documentation.
• Must be self-motivated and dependable.
• Must have good time management skills and have demonstrated an ability to manage competing priorities effectively.
• Consistently demonstrates SECU’s Core Values.
• Completes the Credit Union’s Core Module Program within 12 months of hire date as a condition of employment.